--- title: Troubleshooting Auto-Check-In via the Mobile App description: General ways to troubleshoot the mobile app/kiosk --- [Skip to content](https://support.goldenvolunteer.com/knowledge_base/troubleshooting-auto-check-in-via-the-mobile-app#main-content) English Show submenu for translations [Support Request](https://support.goldenvolunteer.com/knowledge_base/kb-tickets/new?hsLang=en) [Customer Portal](https://support.goldenvolunteer.com/customer?hsLang=en) [![Golden Volunteer](https://support.goldenvolunteer.com/hs-fs/hubfs/Logo-Goldfish-RGB-1.png?width=171&height=50&name=Logo-Goldfish-RGB-1.png)](https://Goldenvolunteer.com) - [Blog](https://goldenvolunteer.com/blog/) - [Ebooks](https://goldenvolunteer.com/ebooks/) - [Webinars](https://goldenvolunteer.com/webinars/) - [Partner Directory](https://goldenvolunteer.com/partners/) - [Success Stories](https://goldenvolunteer.com/success-stories/) - [App for Volunteers](https://goldenvolunteer.com/volunteers-app/) - [Contact Golden](mailto:support@goldenvolunteer.com) Open main navigation Close main navigation - [Blog](https://goldenvolunteer.com/blog/) - [Ebooks](https://goldenvolunteer.com/ebooks/) - [Webinars](https://goldenvolunteer.com/webinars/) - [Partner Directory](https://goldenvolunteer.com/partners/) - [Success Stories](https://goldenvolunteer.com/success-stories/) - [App for Volunteers](https://goldenvolunteer.com/volunteers-app/) - [Contact Golden](mailto:support@goldenvolunteer.com) - English Show submenu for translations - [Support Request](https://support.goldenvolunteer.com/knowledge_base/kb-tickets/new) - [Customer Portal](https://support.goldenvolunteer.com/customer) - [Create a Support Request](https://support.goldenvolunteer.com/knowledge_base/kb-tickets/new) [Create a Support Request](https://support.goldenvolunteer.com/knowledge_base/kb-tickets/new?hsLang=en) How can we help you? - There are no suggestions because the search field is empty. 1. [Golden Help Center](https://support.goldenvolunteer.com/knowledge_base?hsLang=en) 2. [FAQs](https://support.goldenvolunteer.com/knowledge_base/faqs?hsLang=en) October 15, 2026 # Troubleshooting Auto-Check-In via the Mobile App **Why might a participant not be checked in on the Kiosk?** There are a few reasons: 1. **Location Permissions.** When a participant downloads the app, it will prompt them to enable their location permissions and set to "always" in their phone settings. If a participant does not enable, or does not select "always", the app will not be able to geo-locate them and therefore cannot process a check-in. 2. **Notification Settings.** When a participant downloads the app, it will prompt them to allow notifications. If they select no, geolocating can get a little quirky. 3. Less likely, but possible reasons: 1. **Participant using old version of app.** A new version was released in Spring of 2025. Participants would have been automatically prompted to update by their device, but may not have. If not, they would not have shown up in the Kiosk itself, but should still have gotten the hours credited to their account. 2. **GPS in dense areas.** Depending on how highly trafficked the location is, GPS can struggle to locate people/phones. This is unlikely to be a factor for regular shifts, but could come into play at very large events. **Recommendations:** When directing participants to download the app and in any signage around your front desk or sign in area, include some messaging about the importance of allowing 'always' location permissions and notifications if they are relying on the app for check-in. **What is the behavior if the participant is registered for back-to-back timeslots?** 1. The participant will be checked in for both timeslots and receive hours credit for both timeslots. For the first shift, they should receive credit starting from their actual arrival time and ending with the scheduled end time of that timeslot. For the second timeslot, they will receive credit from the scheduled start time of that timeslot to their actual leave time. 2. There may be a delay in the participant appearing in the Check-in Kiosk for that second shift. On the backend, though, the system does know to properly credit them with hours. **General tidbits:** 1. A participant is considered checked in when they enter the radius, which is defined as **400 meters** (about a quarter mile) from the exact centerpoint of your address. 2. There is a cap on entry/exit timing—participants can only receive 1 additional hour of credit on the front end and the back end. So if a participant arrives at 7am for a 9am timeslot, the system will show them as checked in in the kiosk immediately, but they will only get credit/hours starting at 8am. Same applies if they leave at 3pm for a shift that was supposed to end at 1pm—the system will give them credit only until 2pm. 3. 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